American Express · 1 day ago
Director – Complaint Oversight Program Office
Phoenix, AZ
Full-time
Hybrid
Mid Level
$123K/yr - $215K/yr
4+ years expAmerican Express is a company with a long history of innovation and commitment to its customers. The Director of Complaint Oversight Program Office will lead the oversight of complaint policies and programs, ensuring compliance and effective communication between various business units.
TravelFinancePaymentsCredit CardsFinancial Services
No H1B
U.S. Citizen Only
Responsibilities
Leverage relationships with first line, second line and third line business unit colleagues to ensure Program standards are met
Analyze complaint data received through various AMEX channels, identify potential non-adherence to the complaint policies and program requirements
Ensure timely and accurate monthly compliance complaint reporting to senior leadership
Support the development of the Complaint Oversight Program annual plan
Maintain the AENB and AXP policies and the associated Risk Standards
Maintain the AENB Tier 2 Complaint Management Training
Work closely with the first line of defense Enterprise Complaint Governance team regarding program requirements and updates
Project manage the Project Guardian complaint related tasks and milestones
Assist with complaint-related requests received from the Internal Audit Group (IAG) and external regulators
Qualification
Required
Bachelor's Degree
4-5 years of consumer complaint experience
Working knowledge of US consumer regulations
Working knowledge of American Express products and services
Ability to effectively influence colleagues at all levels
Proficiency in Microsoft Tools
Top candidate is self-motivated; dependable; adaptable; detail-oriented; and able to manage multiple priorities, work within a team environment, and independently drive results
Preferred
Advanced degree in a related field
4-5 years of demonstrated consumer financial services experience in a compliance, legal, audit or risk role
Advanced skills in Excel
Benefits
Competitive base salaries
Bonus incentives
6% Company Match on retirement savings plan
Free financial coaching and financial well-being support
Comprehensive medical, dental, vision, life insurance, and disability benefits
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities
Company
American Express
American Express is a financial services company that provides credit cards, charge cards, payment solutions, and related services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-01-13IPO
Leadership Team
Brett Mooney
CEO & Country Manager, American Express Canada
Stephen J. Squeri
Chairman and CEO
Recent News
2026-02-11
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